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This guide provides instructions for setting up and using the Retell AI extension within Zoho CRM to automate outbound phone calls using voice agents.
This extension lets Zoho CRM trigger calls. If you want the reverse, Zoho contacts synced into Retell and call activity written back to the record, set up the Zoho CRM integration instead. The two are independent and can be used together.

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Overview

The Retell AI Application adds a RetellOutboundCall function action to Zoho CRM workflow rules. This action creates an outbound call using your AI agents when a workflow rule fires. Once a call is completed, Zoho CRM is automatically updated with a Note on the triggering record containing:
  • Summary: The AI-generated call summary
  • Default call results: Duration, direction, disconnect reason, user sentiment, voicemail detection, and call success
  • Recording: A link to the call recording

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Installing the Application

1

Install the extension

From the Zoho Marketplace, open the Retell listing and select Install Now. Accept the terms of service and authorize Retell to access and process your data.
Zoho Marketplace install prompt for the Retell extension, showing extension details and the Install Now button
2

Connect Zoho CRM

On the Retell - Settings page, select Connect under step 1, Connect Zoho CRM. A pop-up window opens for Zoho login and consent.
Retell Settings page in Zoho CRM showing step 1 Connect Zoho CRM with a Connect button, and step 2 Enter your Retell API Key
Review the requested permissions and check I allow Retell to access the above data from my Zoho account, then select Accept.
Zoho OAuth consent screen listing the permissions Retell requests, with the consent checkbox and Accept button
When you finish, the page updates to Connected automatically.
3

Get your API key

Sign up on the Retell AI website to access your dashboard if you don’t already have an account.Navigate to Settings → API Keys in the Retell AI Dashboard and copy the Secret Key (Webhook).
Retell AI API Keys page with the webhook Secret Key value highlighted
4

Save the API key and register the webhook

Back in Zoho, paste the key into Retell API Key under step 2 and select Save API key.
Retell Settings page in Zoho CRM with the connected status, the Retell API Key field showing Not saved, and the Register the Webhook URL in Retell section showing Issued
Select Copy webhook URL. Copy the full URL without changing its token or query string.
5

Complete the setup

Once the API key is saved, the page shows the key status as Saved and a Webhook section with a Copy URL button. Paste this URL into the Retell dashboard under your agent’s webhook settings (see the next section).
Retell Settings page in Zoho CRM showing the saved API key, the Webhook section with a Copy URL button, and the Uninstall app button
Retell agent dashboard with Webhook Settings expanded, showing the Agent Level Webhook URL field with the Zoho webhook pasted in

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Using the Application

Zoho CRM workflow rules let you automatically trigger outbound calls based on record events. Common use cases include:
  • New lead qualification: Call leads immediately after they’re created to qualify interest
  • New contact created: Reach out to new contacts added to your CRM
  • Deal stage changes: Follow up when a deal moves to a specific stage
  • Re-engagement: Call contacts who haven’t been active for a set period
  • Appointment reminders: Confirm upcoming meetings or demos
You must have a Retell AI account and an agent with a connected phone number.

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Step 1: Create the Zoho CRM workflow rule

1

Create a new rule

In Zoho CRM, go to Setup → Automation → Workflow Rules. Select Create Rule, choose the module that should trigger calls (such as Leads or Contacts), and name the rule.
Zoho CRM Create New Rule dialog with Module set to Leads and Rule Name set to Retell-Outbound-Call
2

Set the trigger and conditions

Choose when the rule runs, for example On a record action → Create. Add a condition such as Mobile is not empty to prevent calls without a destination number.Under Instant Actions, select RetellOutboundCall(retell) from the action list.
Zoho CRM workflow rule builder showing a When condition for lead created, a Mobile is not empty condition, and the Instant Actions menu with RetellOutboundCall(retell) selected
3

Configure the outbound call fields

Map the fields Retell needs to place the call and write the result back to the correct record:
RetellOutboundCall configuration modal in Zoho CRM with CRM module set to Leads, To number set to a Mobile merge field, From number set to a Retell phone number, and Dynamic variables and Override agent id fields
Select Save, then save and activate the workflow rule.

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Step 2: Test the outbound-call workflow

1

Create a test record

Open the module you selected in the workflow rule (such as Leads), and create a record that meets the rule’s conditions. Populate the mapped Mobile or Phone field with a valid E.164 number, then save the record.
Zoho CRM Leads list showing a test record named Retell Testing lead
2

Check the call result

After the call finishes, open the record and check Notes. The Retell AI note includes the call summary, duration, direction, disconnect reason, user sentiment, voicemail detection, call success, and a recording link.
Zoho CRM Notes section on a lead record showing a Retell AI outbound call note with summary, call duration, direction, and a recording link

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Uninstalling the Application

On the Retell - Settings page in Zoho CRM, select Uninstall app.
Your data will be deleted from Retell AI records and the extension will be removed from Zoho CRM.